The curriculum vitae outlines Fiona Cook's personal and educational details, including her work experience at various insurance companies from 2008 to current as a sales advisor, rescue agent, broker support, and retention supervisor, with responsibilities like underwriting policies, processing forms, and ensuring customer satisfaction.

1. CURRICULUM VITAE OF FIONA COOK
35 Highstone Road, Whetstone, Phoenix, 4068
fionakader786@gmail.com
Cell phone: 0827879356
PERSONAL DETAILS:
Identity Number: 8806160209088
Gender: Female
Marital Status: Married
Dependents: Two
Driver’s License: Code 8
Nationality: South African
EDUCATION:
School Attended: Ferndale Combined School
Matric with Exemption in the year 2005
SUBJECTS PASSED:
English, Economics, Mercantile Law, Afrikaans, Business Economics, Accounting
TERTIARY EDUCATION:
Institute: Ethekwini Springfield Park Campus
Course: Marketing Management NQF level 4, 5, 6
Year Completed: 2006 - 2007
SUBJECTS PASSED:
Marketing Management, Business Management, Marketing Management, Marketing Communication, Marketing
Research, Introduction to Computers
WORK EXPERIENCE:

2. Company: Sales Genie (2014 till Current)
Location: Durban CBD
Industry: Outbound Contact Center
Job Title: Sales Advisor, Rescue Agent, Broker Support & Retention’s Supervisor
DUTIES AS A SALE AGENT:
 Underwriting Policies for A&G & Old Mutual Iwyze
DUTIES AS A RESCUE AGENT & BROKER SUPPORT:
Been the broker on the internal Campaigns (Auto & General, A&G, VAPS, Genric motor warranty, Hollard Motor
Warranty, You Covered Funeral, Momentum Medical Aid, Axsure Underwriting, Zest Life Gap Cover, Hollard Life
Cover)
 Processing all expenses forms generated by the customer services department
 Spending time anticipating potential problems and then developing plans to prevent them from
occurring
 Developing Call - Handling procedures
 Acting upon business related information
 Using customer complaints data identify the root cause of problems
 Improving customer response times
 Creating a relaxed and fun atmosphere in the department
 Attending regular customer service departmental meetings
 Authorizing refunds or other compensation to customers
 Developing company personnel into highly proficient individuals in customer service
 Monitoring team performance and effectiveness
 Producing Accurate sale statistics
 Working to prevent conflict in the department and resolving it if it does arise
 Dealing with departmental discipline and grievance issues
 Building loyal and professional relationships with customers
 Ensuring health & Safety compliance in all areas
 Paying special attention to those things that are most important to the customers.
 Making a list of questions that customers are most likely to ask and then distributing this list to staff.
 Ensuring that all staff knows how to answer difficult questions from customers.
 Looking for ways to improve individual and team performance.

3.  Identifying issues of concern and then highlighting them to senior managers.
 Responding quickly to customer queries.
 Actively involved in problem solving and propose improvements to processes.
 Creating procedures that will make the customer as relaxed as possible.
 Dealing with any HR or payroll issues to do with the Customer Service team.
 Conducting customer satisfaction surveys.
 Talking to customers via the phone, email, letters and through face to face meetings.
 Maintaining sound and meaningful client relations.
DUTIES AS RETENTION’S SUPERVISOR:
 Keeping accurate records of any communication with customers
 Analysing performance related statistics and drawing conclusions
 Establishing profitable relationships with customers
 Maintaining all customer service representatives
 Following up and contacting key customers to ensure that they received a first class service
 Following up on clients request
 Sending out clients confirmation of cover
 Providing satisfactory answers to clients
 Carrying out performance surveys amongst customers to gain an insight into the quality of service
offered to them
 Calling clients and updating them about the status of their policies
 Reporting client feedback to the call Centre Manager & Director
 Resolving Customer issues
KEY SKILLS AND COMPETENCIES
 Able to diffuse difficult or emotionally charged situations.
 Ability to be a brand ambassador.
 Excellent negotiating skills.
 Ability to resolve complex customer and employee-related issues with minimal guidance.
 Experience of dealing with change at all levels.
 Organizing continuous improvement projects.
 Able to work in a multicultural environment.
 Possessing a successful account retention
 Troubleshooting issues from end-to-end.

4.  Ability to communicate effectively with a wide range of age groups.
 Able to handle difficult or unusual situations.
 Exceptional phone and customer service skills.
 Experience of working in a performance driven environment.
 Handling phone calls in a consistently polite, professional and efficient manner.
AREAS OF EXPERTISE OBTAINED:
Customer interaction
Sales administration
Customer conflicts
Team management
Office management
Quality control
Process simplification
Strategy management
Query resolution
Customer service
Data protection
Company: Instant Life (2013 – 2014)
Location: Cresta (Johannesburg)
Industry: Outbound Contact Center
Job Title: Sales Consultant
Offering the Clients:
 Life Cover
 Cancer Covers
 Accidental Death Covers
 Funeral Policies
 Medical Gap Cover
 Permanent Disability
 Doing the Underwriting on the Life Cover for the Client

5. Company: Outsurance (1Years) (2012 – 2013)
Location: Centurion (Pretoria)
Industry: Outbound & Inbound Contact Center
Job Title: Sales Advisor
DUTIES:
 Offering the clients Household Contents, Buildings, Vehicle & out & about Insurance
 Doing a need analysis for the client
 Doing the underwriting with client
 Maintain a closing ration of 50 %
 Offering and explain a Credit life to a client
 Adhering to the values of the company at all times
Company: O’ keffe & Swartz (4 Years) (2008 – 2012)
Location: Randburg (Johannesburg)
Industry: Outbound Contact Center
Job Title: Executive Sales Consultant
* Offering policies for:
Standard Bank, Absa Bank, Nedbank, First National Bank, AIG, Chartis, Hollard, RAF
SHORT TERM INSURANCE INCLUDED:
 Accidental Death & permanent disability
 Hospital Plans
 Re – instating Policies
 Female Cancer Care Plans
 Legal Aid policy
DUTIES AS AN EXECTIVE CONSULTANT:
 Need analysis for the client
 Explaining all the features & benefits to potential clients
 Following the Sales Process

6.  Up – selling on existing policies
 Ensuring correct data capturing on the Phoenix system
 Ensuring that the sales are in line with Quality assurance and FAIS and compliance
 Providing on the floor training with new consultants on the floor
 Ensuring that that the Sales Sheet is updated
 Establishing and maintain a productive working relationship with management and fellow work colleagues.
RESPONSIBILITIES AND DUTIES AS A 2IC FOR TEAM UNTOUCHABLE'S
 Managing 12 Sales Consultants
 Ensuring the attendance register is update daily
 Updating the Sales Board on an Hourly Base
 Providing the consultants with Hourly, Daily & Monthly reports
 Walking the floor, Doing Live plug INS with the consultants
 Ensuring the required KPA’s are met according to the campaign dialed
 Submitting 24 Call evaluations end of every week
 Discussing the team performance with the senior Sales manager
ACHIEVEMENTS AT OKS :
* Super Charge training done by Gijimma
* Alchemy Candidate (On Going course By Divinia Fernandex Esch) For Management Skills & Attributes
* Receiving A CEO award from the Senior Sales Manager of the Elephants Call Center (Thomas Ngubane ) For my
extra effort and dedication to the call Center
* In 2010 ranked the 3RD
highest salary earner in the Elephants Call Center
EXTRA ACTIVITIES PARTICIPATED FOR THE ELEPHANTS CALL CENTRE.
 Internal Communication
 Newsletters
 Monthly awards
 Assisting with Saturday Shifts & Incentives
 Been part of the Incentive committee
OTHER QUALIFICATIONS:
 32 FAIS Credits
REFERENCE:

7. Sales Genie:
Reference: Priya Gounden (General Manager)
Contact Number: 076 924 2110 / 087 287 4408
Instant Life:
Reference: Ronica Naidoo (Floor Manager)
Contact Number: 011 476 4302
Outsurance:
Reference: Kameshnee Pather (Team Leader)
Contact Number: 012 673 3409 / 084 241 6043
O’ keffe & Swartz
Reference: Amos Matata (Sales Manager)
Contact Number: 079 249 9264